Customer Service In Retailing, Indian Text Ed

This book is designed to meet the needs of management students for a comprehensive textbook on a significant aspect of retail management. It provides an in-depth coverage of retail service theory with an original and fresh treatment. It presents concepts that are clearly explained through illustrations, exhibits, tables and figures.

Table of contents :
· Introduction to Customer Service
· Retail Service Mix
· Customer Expectation and Perception from Retailers
· Service Quality
· Customer Complaints and Customer Service
· Managing the Customer Service Function
· Cases
Bibliography
Key Terms Locator

About Author :
Dr Anil Mishra is currently working as Professor and HOD, Indore Management Institute, Indore in the area of marketing and retail. He dovetails about 6 years of academic and 2 years of corporate experience. He has taught marketing and retail at ASBM, Bhubaneshwar, and also worked as faculty- marketing with ICFAIS Hyderabad. He has contributed several articles to national and international journals apart from presenting papers in many seminars and conferences. He received youngest Ph.D award from ICFAI Hyderabad in 2005.
Ms. Ruchi Gupta is working as team leader with Pantaloon Retail India Ltd at Kanpur. She has nearly 4 years’ experience in retailing and has won many awards. She has also conducted many training sessions on customer service at different institutes.